Managing early warning signals, digital collections, and call center operations for secured and unsecured products at a fintech company.

About the Company

Clix Capital is a leading fintech company in India, specializing in digital lending and asset management. Backed by AION Capital, Clix Capital leverages technology to provide innovative financial solutions including personal loans, business loans, and asset finance. With a strong focus on data-driven decision making and customer-centric operations, Clix Capital has established itself as a trusted player in the Indian financial services ecosystem. The company operates out of multiple locations across India, with its call center operations based in Gurugram and Noida.

Role Overview

We are seeking an experienced Collections Manager to lead our call center operations for collections. This critical role involves managing the entire Early Warning Signal (EWS) framework across all products (secured and unsecured), overseeing digital collections processes, and ensuring optimal recovery performance. The ideal candidate will have a strong background in debt collections, vendor management, and data analytics, with 5-8 years of relevant experience. The role is based in Gurugram (Noida) and reports to the Head of Collections.

Key Responsibilities

• Manage the entire Early Warning Signal (EWS) process across secured and unsecured products to identify high-risk accounts early.
• Conduct data analysis and risk segmentation on the overall loan book to prioritize collection efforts.
• Oversee digital collections for both secured and unsecured products, including automated payment reminders, SMS, email, and IVR campaigns.
• Manage Bucket X call center operations, ensuring high efficiency in outbound calling for early-stage delinquencies.
• Handle bounce and penal charge collections through coordinated vendor and internal team efforts.
• Lead vendor management, including onboarding new collection agencies, conducting performance audits, and ensuring compliance with regulatory standards.
• Design and optimize email, SMS, and IVR templates for collection communications, as well as audit and compliance-related materials.
• Monitor call center metrics (e.g., call connect rates, promise-to-pay conversion) and drive continuous improvement.
• Collaborate with risk, analytics, and legal teams to refine collection strategies and minimize losses.

Tech Stack

• Call Center Software: Dialer systems (predictive, preview), IVR platforms, call recording tools.
• Collections Apps: Digital collection platforms, payment gateway integrations, automated reminder systems.
• Office Suite: MS Excel (advanced pivot tables, VLOOKUP), MS PowerPoint for reporting.
• Data Analysis Tools: SQL (for querying collection databases), basic statistical analysis tools.
• Communication Tools: Email marketing platforms, SMS gateway APIs, chatbot integrations.

5-8 years experience in debt collections and recovery, digital collections, agency management. Graduate degree required.

Competitive salary, performance bonuses, health insurance, professional development opportunities.